New Euston information hub launches as passengers return after Easter works

Passengers travelling through London Euston railway station will see a new customer information hub unveiled as main line services resume following Easter engineering works.

The new kiosk, finished in distinctive “Euston yellow”, has been designed using passenger feedback and staff insight to make it easier for travellers to access help quickly. Positioned on the concourse, it brings together multiple teams into a single, highly visible location as part of wider efforts to improve the experience at one of the capital’s busiest stations.

The opening of the hub follows the introduction of a Customer Service Academy at Euston, led by Network Rail. The initiative provides enhanced training and a City & Guilds qualification for staff from across the station, including train operators, British Transport Police and Mitie teams. Staff are also trialling matching yellow tabards to create a more recognisable presence for passengers seeking assistance.

Further improvements have been carried out on the station’s balcony seating area over the bank holiday weekend. As services on the West Coast Main Line return following upgrades between Euston and Milton Keynes, passengers will benefit from additional seating and more charging points for devices.

Kathrin Pranga-Wells, station customer experience manager at Network Rail, said:

“We’re ready to welcome customers back through Euston when our Easter upgrades on the West Coast Main Line complete tomorrow, with a brighter look and an even friendlier welcome. As well as improved seating on the balcony, our new information hub brings together our industry teams in a much more visible place for passengers and marks the next phase of our commitment to enhance customer experience here at Euston - one of London’s busiest stations.”

Adrian Worsfold, customer operations manager at Avanti West Coast, said:

“We’re pleased to open the new information hub as we welcome customers back to London Euston following the engineering work over Easter. With our staff working alongside other operators, customers will benefit from a more consistent, seamless service with a central point to access all the journey information they need. We look forward to supporting everyone travelling to or from Euston, as we mark this latest milestone in our joint industry efforts to improve the station experience.”

Jonny Wiseman, customer experience director at London Northwestern Railway, said:

“We provide millions of journeys to and from Euston every year and we are committed to enhancing the experience for our customers. Offering a centralised space for providing streamlined passenger information, this new hub ensures customers get the support they need quickly. We look forward to continuing our close partnership with Network Rail and Avanti West Coast as we open the hub to passengers.”

Image: Network Rail